Helpdesk L1/L2 Support Engineer

About the role

We are seeking a proactive Helpdesk L1/L2 Support Engineer to provide first‑ and second‑line IT assistance for a private banking client in Luxembourg. The role involves handling incidents, service requests and ensuring smooth operation of desktop and cloud services.

Key responsibilities

• Deliver 1st and 2nd line support to end‑users, acting as the primary contact for incidents and service requests.
• Troubleshoot hardware, software, OS and network issues across Windows and Linux platforms.
• Administer Active Directory and Azure AD (Entra ID), manage group policies, user accounts and access rights.
• Support Microsoft 365 services including Exchange Online, Teams, OneDrive and SharePoint Online.
• Deploy, configure and maintain desktops, laptops, applications and virtual machines using enterprise tools.
• Manage endpoint devices via Microsoft Intune, including enrollment, compliance policies and application deployment.
• Monitor virtualised environments (VMware, Hyper‑V) and maintain accurate documentation.
• Ensure incident resolution within SLA and contribute to continuous improvement.

Required profile

• Proven experience in Helpdesk, Service Desk or Desktop Support providing L1/L2 assistance.
• Strong knowledge of Windows Server, Windows 7/10/11 and Linux operating systems.
• Hands‑on experience with Active Directory, Azure AD, Group Policy and Microsoft 365/Azure environments.
• Familiarity with endpoint management tools such as Intune, SCCM 2012 and MECM.
• Understanding of software packaging tools (Flexera InstallShield AdminStudio, Microsoft App‑V).
• Experience with scripting (PowerShell, VBScript, Batch) and virtualization technologies (VMware, Hyper‑V).
• Excellent troubleshooting, analytical and communication skills.
• ITIL Foundation certification and relevant Microsoft certifications are a plus.

Required skills

• Windows Server, Windows 7/10/11
• Linux OS
• Active Directory / Azure Active Directory (Entra ID)
• Group Policy
• Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint Online)
• Microsoft Azure
• Microsoft Intune
• SCCM 2012 / Microsoft Endpoint Configuration Manager
• Flexera InstallShield AdminStudio 11.5
• Microsoft App‑V
• PowerShell, VBScript, Batch scripting
• VMware Virtual Center, VMware Virtual Machines
• Hyper‑V